Mastering the Simplicity of Perspective
It had been such a pleasant interaction up to that point. A subtle nod from the Front Desk agent indicated she was ready to receive the next guest, whom I escorted to within arm’s reach of the desk and wished a memorable stay. When the agent retreated to the back office and returned carrying a … Continue reading Surviving Shattered Expectations
Just when you thought it was safe to give up on humanity. There’s no mistaking the amount of negativity present in society today. People scratching and clawing for relevance and control, consumed with promoting their version of right or wrong on a global stage in front of a bewildered audience. The shadow cast is both … Continue reading An Intentional Act Of Kindness
I was in a retail environment when I heard the softly spoken, yet magical words: Can I ask your opinion? Oh, sweet nirvana . . . a slice of ruminative heaven captured within a grammatically challenged five-worded query, posed to someone whose inventory of opinions could populate the same spreadsheet used to calculate a rocket’s … Continue reading Can I Ask Your Opinion?
I’m here to tell you, there’s gonna be days like these . . . strange days indeed . . . most peculiar. As a leader, human resource professional, and Director of Learning & Development, I cannot begin to recount the number of times I have heard the phrase, “Nobody told me?!” It’s either accompanied by … Continue reading Service Secret #9: Nobody Told You? (There’d Be Days Like These)
Rumor has it the bride shed tears when she first saw her wedding cake. Unfortunately . . . they were not tiers of joy. The outcome emphasized the importance of understanding what matters most to your client, unique expectations that accompany the choice of your product or service. When blended seamlessly with your talents and … Continue reading Four Tiers Reveal An Unspoken Promise To Exceed The Expected
“The customer is always right.” With five simple words, the great Cesar Ritz transformed the world of hospitality, bypassing subtlety in declaring the guest as the centre point about which everything else would move. Further encouragement to “be attentive without being servile” and “anticipate without being presumptuous” solidified Cesar’s legacy as a luxury hotelier and … Continue reading Four Reasons To Reconsider The Heartbeat Of A Legacy
As with many chapters within the Tall Tim Story, this one begins innocently enough with having lunch. Anna and I were celebrating a rare day off together and had selected a popular chain restaurant that featured an impressive, cavernous dining room evoking a Mediterranean flair. Familiar with the concept from our time spent in Atlanta, … Continue reading In Your Brand We Trust: Consistency Begins With Believing
Spend enough time around me, and you’ll become painfully aware of my simpler, yet more guilty pleasures. One of the frequent insights shared is my affection for the original Project Runway television series. I don’t know . . . its something about designers working through a process of expression, trying desperately to tap creativity that … Continue reading Searching For Service Talent? Look To The “In” Crowd
Have you ever hosted a party in your home? Or are you one of the millions that would rather not risk the indelible damage to your self-esteem, living in constant fear of ego shattering rejection, the words “and nobody came” echoing through your subconscious for all eternity? If you count yourself part of the second … Continue reading Service Secret #6: Nothin’ But A House Party